Monday, December 22, 2025
Tata Consultancy Services (TCS), a global powerhouse in IT services, consulting, and business solutions, has announced a significant expansion of its long-standing partnership with Aviva, the United Kingdom’s leading Insurance, Wealth, and Retirement provider. This strategic move further deepens a relationship that has evolved over many years and reinforces both organizations’ shared commitment to enhancing customer experience across the life and pensions landscape.
As part of this expanded agreement, TCS will now deliver end-to-end policy administration services for more than 6.5 million policies on behalf of Aviva. These services will be managed through Diligenta UK, TCS’ Financial Conduct Authority (FCA)-regulated subsidiary. By entrusting TCS with a larger portion of its Life Insurance portfolio, Aviva aims to extend the same high-quality, digitally transformed services that have already proven successful throughout their collaboration.
Moreover, this expansion enables Aviva to accelerate its enterprise-wide digitisation strategy while aligning closely with the UK’s New Consumer Duty Principles. These principles emphasize delivering fair value, transparency, and positive outcomes for customers. Through this approach, Aviva and TCS are placing customers at the centre of every digital transformation initiative, ensuring simpler processes, improved access to services, and consistent engagement across channels.
In addition, the partnership focuses heavily on modernising customer interactions. Customers will benefit from enhanced self-service options, digitally enabled service delivery centres, and a simplified, more agile technology environment. These improvements are designed to reduce friction, speed up service delivery, and offer more intuitive experiences throughout the policy lifecycle.
R Vivekanand, President, BFSI Products & Platforms, TCS, said, “Our enduring partnership with Aviva, established on mutual trust and commitment over many years, has continually strengthened and delivered a better experience for customers. Aviva’s ongoing trust in our services and, their decision to entrust us with additional portfolios, demonstrates the depth of our collaboration. We remain dedicated to delivering an exceptional experience for Aviva and its customers. We continue to invest in our TCS BaNCSTM platform and services to stay ahead in the fast-changing tech landscape, as we strive to enhance end-to-end customer experience benchmarks within the UK Life and Pensions industry.”
At the core of this transformation lies TCS BaNCSTM, a robust digital platform designed specifically for Life Insurance and Pension providers. Leveraging deep contextual knowledge and industry expertise, TCS continues to improve service quality for all stakeholders, including policyholders, advisers, and internal operations teams. As a result, organisations experience faster issue resolution, better data accessibility, and more informed decision-making.
Diligenta has already successfully migrated several million policies to the advanced TCS BaNCSTM platform. Building on this success, the company remains committed to delivering highly automated and digitised services that drive measurable improvements in customer outcomes. The platform’s digital-first architecture enables seamless operations while supporting scalability and future innovation.
Furthermore, TCS BaNCSTM operates on a modern digital core that supports conversational interfaces, guiding users intuitively through complex business journeys. Its advanced product configurator allows insurers to launch new products rapidly, reducing time-to-market from months to just days. In parallel, the platform’s rich set of domain APIs promotes ecosystem integration and interoperability across multiple channels and business lines.
The open, single-platform ecosystem also supports advanced digital portals with built-in first-point resolution (FPR), straight-through processing (STP), and robust risk controls. Consequently, insurers can offer policyholders enhanced self-service capabilities, personalised communications, and meaningful insights that improve engagement and satisfaction.
Beyond technology, this expanded partnership reflects TCS’ broader commitment to the UK market. With a presence spanning over 50 years, TCS works with more than 200 leading UK brands and recently announced plans to create 5,000 new jobs across the country over the next three years. The company continues to hold a leadership position in IT services and has been ranked the number one IT service provider for customer satisfaction in the UK by an independent survey of top CIOs.
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